Senior Manager, Telesales

2 weeks ago

Kuwait City, Al Asimah Ooredoo Qatar Full time

Field: Business & Consumer Sales

Contract Type: Full Time - Permanent

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people's strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

Responsible for managing the Telesales (B2C, B2B) Operations, as well as External Agencies Telesales. Supervision of staff responsible for delivering efficient, effective selling, Cross Selling, Upselling all Ooredoo Products and services resulting in increased revenue from existing and new subscribers. Moreover, this role is to manage the relationship with all external Telesales & Telemarketing agencies hired by Ooredoo for the purpose of Telesales campaigns.

Key Responsibilities:

  1. Supervise performance of staff in Telesales/Telemarketing to ensure campaign target achievement.
  2. Set Telesales/telemarketing calling strategy to customers for the purpose of selling, up selling and cross selling products and services.
  3. Work with Director, Interaction Centre to optimise the business and system processes and identify and act on areas for improvement.
  4. Implement procedures and processes set by the marketing team for dealing with out-bound campaigns.
  5. Ensure work is allocated appropriately within the team/agencies according to schedule supplied to account for workload and skill levels on a daily basis.
  6. Generate an automated campaign report and participate in the analysis of daily, weekly and monthly activity reports.
  7. Provide periodic summary/detailed reports on overall performance of Telesales/Telemarketing function in Ooredoo.
  8. Liaise/align with the Marketing Division with regards to follow up on sales targets, new promotions, issues related to Telesales Campaigns.
  9. Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
  10. Undertake regular on-the-job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
  11. Liaise with Knowledge Management function to design and deliver appropriate formal training and development programs for the Telemarketing team.
  12. Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.
  13. Monitor all Telesales/Telemarketing Staff targets, and ensure targets are met.
  14. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
  15. Other duties as directed by supervisor or other superiors.

Qualifications:

  1. Bachelor Degree in Business or a related discipline from a recognised tertiary institution.

Job specific technical Skills:

  1. 7-8 required years of experience in Telesales.
  2. 4+ years supervisory experience.
  3. Advanced selling/negotiation Skills.
  4. Good communication skills.
  5. Fluency in verbal and written English and Arabic.
  6. Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
  7. Management and organisational skills.
  8. Creative thinking and ability to work effectively under pressure and tight timelines.
  9. MS Office.
  10. PC literate with a good knowledge of systems.
  11. In-depth knowledge of the telecom products and services with superior knowledge of Billing and CRM systems.

Note: you will be required to attach the following:

  1. Resume / cv
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